Global Customer Service
Tywi Customer Service and Tech Support
Tywi is not just a regular "website chat". It is alive, it speaks, it has audio and video communication for the digital generation. Tywi is accessed from almost any device in surprising new ways. It functions with people who speak your language and with people who don't. Tywi connects customers with agents with a single click on a website, email, PDF, PPT, or press release. Alternatively, insert any or all of the Tywi features into your existing support center using our API.
- Serve customers of other languages as well as those who speak your language
- Type chat or speak, and share images, files, maps, and movies
- Translate your chat or speech into a talking voice in the visitor's language
- Convert web visitors into web callers accessible anywhere, or dial-in
- Add Click-to-Connect links to your website, emails, text messages, and PDFs
- Handle scripted and improvised conversation
- Add human interpretation to a session in 60 seconds
- Convert one voice accent to another accent
- Log transcription and translation in database with timestamp
"We are very happy with the application, and the feedback that we get both from our marketing and from the end users themselves are very good."
Tywi Global Customer Service
Tywi can be used as a personal one-on-one communication, or in simultaneous conversations with multiple customers. In both cases, Tywi provides a new environment to create relationships and upsell products. For a website visitor who speaks another language, Tywi is a new and unique experience. Suddenly, the translated voice of the agent leaps out to "talk" in the visitor's own language. The words that are spoken or typed by the agent convert into text and into a speaking voice in the other language. And what the visitor types is translated for the agent.
When the visitor clicks a button, the agent and the visitor can have a spoken conversation, with translation flowing both ways. Or click to hear each other in the same language (without translation). Another click turns the screen into a multimedia experience in which both sides can share camera, images, video, and more.
How Tywi is Different
This "across-language" approach is new for customer service, not a replacement for traditional methods. Rather, Tywi is an easy way to serve customers based upon advanced text and speech solutions. The ways to serve cover the entire range from 100% automated to 100% human, and the number of ways for your visitor to access the service surpass the traditional "click to live chat" approach. TYWI not only functions from your website, but for the first time, you can place "Contact Customer Service" or "Contact Sales" links directly into emails, SMS text messages, mobile blasts, PDFs, Power Points, and Microsoft Word documents. A click on the link opens a conversation with your agents in any language. Additionally, the dial-in connection method expands your existing customer service system to include all of the amazing Tywi features.
Callers hear the translation as an attractive computerized voice in their language or read the translation as text. Tywi is not like an IVR telephone system ("For X, press Y"). People become angry when confronted with IVR systems, mostly because they called to speak to a human and received a machine. Tywi is not a machine; only the language conversion is automated. There is a real human being behind Tywi conversations and chats. And that person could be in Europe, South America, Asia or anywhere. Some customers have particular difficulty with accented agents, so Tywi provides the ability to change the accent of the agent in real-time.
Interpretation in 60 Seconds
Translate Your World partners with fine interpretation companies that provide language and ASL interpreters on demand. The interpreters may be located anywhere in the world.
There are several options for controlling the quality of translation from pre-scripted (pre-translated) content to improvised (unscripted) conversation that is automatically translated. Pre-translated content by professional translators can be easily imported into TYWI through a special interface. For automatic voice and text translation, there are controls are in place to increase automated translation accuracy including personal dictionaries, professional glossary support, and ability to import related documentation. If you need professional translators with expertise in your business, Translate Your World's parent company has over 25 years experience in translation and interpretation for the Fortune 500.
Optionally Tywi can also save a text version of the words typed and spoken during the conversations, logged into a database. You may export text files in both languages. Alternatively, your settings may prevent all saving of any asset inside Tywi, in which case Tywi is totally transient for security, with no audio or text retained.
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